The Role of Portfolio Customer Success Managers

How do top portfolio CSMs manage hundreds of accounts without losing the personal touch? Let's dive in to the role!

Vitor Meira and Irit Eizips discuss the strategies behind managing hundreds of accounts using scalable techniques like dynamic segmentation, pooled models, and data-driven prioritization. Vitor shares how he maintains meaningful connections with customers through a blend of one-on-one interactions and webinars, ensuring that even a large portfolio gets the attention needed to reduce churn and drive customer success.

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- How portfolio CSMs manage large customer bases efficiently using dynamic segmentation and prioritization techniques.

- The balance between personalized customer interactions and scalable one-to-many strategies like webinars.

- Effective ways to engage and retain customers while reducing the cost to serve through hybrid CS models.

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𝟑. Build Your CS Strategy

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𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Vitor works as a Sr. Scaled CSM at Zendesk. He is a former industrial engineer, passionate about education, and Vitor has found in Customer Success the perfect blend of his expertise and passion.

🔗 You may connect with Vitor via LinkedIn: https://www.linkedin.com/in/vitor-meira-53131567/

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: The Rise of the Portfolio CSM

🎥 Watch: 8-Step Engagement Plan

⏬ Download: 10 Skills of Highly Effective CSMs

𝐓𝐈𝐌𝐄 𝐒𝐓𝐀𝐌𝐏𝐒

00:00 Intro

01:36 What is a portfolio CSM?

06:19 Engagement Model Breakdown

10:30 Customer Webinars

13:28 Measuring Impact and KPIs

15:48 Tips for Increasing Attendance

17:45 Creating Engaging Webinar Experiences

20:43 Developing Skills to Delivering Customer Webinars

22:24 Advice for Executives

#CustomerSuccess #PortfolioCSM #ScalableCS #CustomerRetention